AVAYA SIP Trunk and Genesys Platform

[javier.Genesys]

A customer of ours has installed an AVAYA switch and a Genesys platform.

Itīs installed an IVR connected to AVAYA SIP Trunk.

Incoming/Inbound calls are routed to a Routing Point (Directory Number 2439) and VoIP call is sent towards IVR IP.
Calls are attended by the IVR with SIP and RTP protocols.

On the other hand, we have an application developed with Genesys Platform SDK 8.5 product, registering and
monitoring the Directory Number 2439.
When a call in and it is attended by IVR, in Genesys itīs received an EventQueued and information associated to the call in Genesys. (CallID,ANI,DNIS,ConnID,CallUuid,NetworkCallID,...)

We also have captured in the IVR SIP packets related to AVAYA.

Analyzing SIP packets of AVAYA, we do not see any data that relates (except ANI and DNIS) the call in SIP and Genesys.

Is it possible to have an identifier common of SIP header and information retrieved from Genesys?

Tha CallID value should be common, shouldnīt it?

Any suggestion about all this?

Could the solution became from AVAYA programming?

Thank you in advance

[Kubig]

I think you mix thing together - could you more elaborate how the IVR is achieved (via GVP or "pseudo" IVR in routing)? What do you want to exactly achieve - having CallData in SIP headers or on TLib level? What data should be populated and where and for what purpose?

[cavagnaro]

Do you have an SBC or something else between Genesys SIP Server and Avaya?

[javier.Genesys]

Sorry, I have not explained it very well. 
This is my schema.
[url=https://imgur.com/a/BUVPSO6]https://imgur.com/a/BUVPSO6[/url]

There is not a Genesys SIP Server in the installation.
The IVR is developed by us.
The IVR receive information from Avaya (SIP headers) and from Genesys through one application developed with Platform SDK. The IVR has two communication legs .
Incomming calls could to come from agents (call transfers) with attached data and we need to know how link SIP headers with information received from Genesys. Besides, the IVR has to be able to attach data in the call from the Genesys application.

[cavagnaro]

So you are using an Avaya TServer? Is that it?
Genesys won't know nothing of the Avaya SIP information.
How your IVR does attach data to Genesys...is up to you...using PSDK too.
SIP is only the communication Link and yes, probably only for Tlib is only the ANI of the caller the only information shared.

[javier.Genesys]

In AVAYA, directory number (2439) is like a routing point. All calls arriving to this routing point are routed to one address IP (module SIP Trunk in AVAYA).
On the other hand, we have registered using PSDK in Genesys that routing point (with AddressType [b]RouteDN[/b]).
When a call arrive to this Routing Point we receive information associated (EventQueued class) [ANI,DNIS,CallID,CallType,ConnID,.....].
When we want to know if there is attach data in the call with [b]evt.UserData.Count[/b] we get it is not a valid object.
Is this error why there is not attached data?

My question is, with this scenario could get and set data attached to the call?

[cavagnaro]

Lets see
For PSDK to work, you need a Genesys TServer connected to Avaya via a CTI Link.
In Genesys the RP is a VDN in Avaya, correct? Or a Hunting Group.
Any way...Genesys just monitors the Events Avaya send to TServer via the CTI Link. Genesys has no clue and doesn't matter if was via SIP, H323, ISDN, R2, analog, etc. That is a concer only and exclusive to the PBX.
When a call arrives to the VDN/RP, TServer creates a ConnID for that call with Telephony data he got from PBX, which is basically ANI/DNIS, just that, there should be also a CUUID probably that comes from the PBX but for Genesys TLib purposes is non usefull.


UserData only exists on the Genesys TLib scope. Must be created via PSDK or Genesys Components, for example, an URS if there was one to control the Routing of that Call.


Avaya and Genesys are communicating via CTI link and Genesys only gets what Avaya sends.
I remember there were a way to send data via the CTI Link but that is an Avaya question. Maybe your Avaya engineer can answer in more detail.


You can set UserData via PSDK, what you can't do is from Avaya set UserData while the call is running unless it is done via CTI Link.
SIP information is no part of the CTI Link by default as it only happens at the PBX side, and Avaya selects what to send to the CTI client (Genesys).

[cavagnaro]

Found this, maybe can help you, but still don't understand why you have a Genesys in the middle


https://downloads.avaya.com/elmodocs2/voice_portal/R4.1/index.html?SIPUUISupport.html&1

[cavagnaro]

It is also important to know which Avaya/CTI Link type you have.
There are the old Nortel that later were named Avaya but are quite different products


Search the forum for UU_Data

[javier.Genesys]

Thank you cavagnaro for your quick response.
Yes, Genesys Tserver is connected to Avaya via a CTI Link (AES)
I think the RP is a VDN in Avaya (communication with Avaya programmer is a little bit difficult    )

UserData is created via PSDK, but I don't know if it is enabled when destination is a RP, I suppose it must work.

The customer has a Genesys in the middle because he has a contact center using agent applications developed with PSDK (CTI solution) integrated with a old IVR with interface E1 (CAS protocol with list of DNs) .
Now, we are migrating IVR with a connection via Trunk-SIP.

Thank you for your attention.